Portland Compressor Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Summary of events
On 5-11-2015 Customer dropped off a texture sprayer for repair.
We estimated the earliest repair date to be approximately 4 days out, the soonest we would be able to look at unit.
On 5-15-2015 the customer called to check the status of the repair. At that time the estimate had...

not been completed yet.  We called the customer back approximately 30 minutes later to let them know that the unit needed a new compressor piston and cylinder, also the seals were worn out. The estimate on repair came out to be approximate $1200.00 to fix.  We called factory and was told parts are no longer available separately but the complete compressor was still available.
Customer came in the morning of 5-22-2015 to pick up unit, when we brought it out the customer asked why the unit was not put together. I explained to them that when repair is declined, we do not normally put equipment back together, for reasons of liability, cost to customer, faulty parts that could cause more damage to the unit and danger to the operator. Reassembly is by customer request only and on a case-by-case basis.
They asked if we could put it back together and how soon.
We told them we would have it done sometime during Friday. Explained to them that it would take a lot longer to put a unit back together that when you take it apart. We offered to reassemble the old parts for an additional ½ hr labor $40.00. They declined, took some pictures, left the unit here and walked away with their receipt.
Our Repair Conditions
We require a prepayment for diagnostics, repair, repair estimates.  This is for several reasons such as; customers disappear once they find out that a repair is more than they want to spend, abandon their items (which we then have to dispose of).  If a customer declines repair, the 80.00 estimate fee can be applied towards new replacement equipment from Portland Compressor.
In Closing
People do not bring equipment in for repair which is “working fine”, with the exception of preventative maintenance, they bring equipment in because it is not fine, because it has a problem, needs repaired. 
Repairing contractor equipment is similar to auto repair, more often than not things have to be taken apart to find out exactly what’s wrong.
We have reassembled the unit.  The unit is still here.  We waived the reassembly charge in this case.  We have the customer signed repair-order and pictures if needed to help resolve this case.
Summary of events
On 5-11-2015 Customer dropped off a texture sprayer for repair.
We estimated the earliest repair date to be approximately 4 days out, the soonest we would be able to look at unit.
On 5-15-2015 the customer called to check the status of the repair. At that time the estimate had not been completed yet.  We called the customer back approximately 30 minutes later to let them know that the unit needed a new compressor piston and cylinder, also the seals were worn out. The estimate on repair came out to be approximate $1200.00 to fix.  We called factory and was told parts are no longer available separately but the complete compressor was still available.
Customer came in the morning of 5-22-2015 to pick up unit, when we brought it out the customer asked why the unit was not put together. I explained to them that when repair is declined, we do not normally put equipment back together, for reasons of liability, cost to customer, faulty parts that could cause more damage to the unit and danger to the operator. Reassembly is by customer request only and on a case-by-case basis.
They asked if we could put it back together and how soon.
We told them we would have it done sometime during Friday. Explained to them that it would take a lot longer to put a unit back together that when you take it apart. We offered to reassemble the old parts for an additional ½ hr labor $40.00. They declined, took some pictures, left the unit here and walked away with their receipt.
Our Repair Conditions
We require a prepayment for diagnostics, repair, repair estimates.  This is for several reasons such as; customers disappear once they find out that a repair is more than they want to spend, abandon their items (which we then have to dispose of).  If a customer declines repair, the 80.00 estimate fee can be applied towards new replacement equipment from Portland Compressor.
In Closing
People do not bring equipment in for repair which is “working fine”, with the exception of preventative maintenance, they bring equipment in because it is not fine, because it has a problem, needs repaired. 
Repairing contractor equipment is similar to auto repair, more often than not things have to be taken apart to find out exactly what’s wrong.
We have reassembled the unit.  The unit is still here.  We waived the reassembly charge in this case.  We have the customer signed repair-order and pictures if needed to help resolve this case.

On 8-13-15 the customer, [redacted], purchased a Gracoairless paint sprayer, model # 17C327. On 8-26-15 [redacted] purchased a fine finish spray tipFFt414.  On 8-31-15 customer came incomplaining that they were sold the wrong size tip.  Professional painters normally have an...

assortmentof tip sizes that they keep on hand since you really don’t know what size youwill end up needing.  Most of the timeselecting the proper tip is a trial and error process.  We normally don’t take back a used tip but wemade an exception this time just to help them out.  To this point there were no complaints aboutthe sprayer.On 9-8-15 [redacted] came in saying he was having an issuewith the performance of his sprayer.  Hedid not give us a chance to check the sprayer out before saying he was going topost negative comments online if we didn’t refund his money.  Todd explained that [redacted] warranty coversthe repair of the sprayer not a refund.  Toddtold [redacted] he would have to check with [redacted] West Coast Regional Manager tosee if he could help us out with a possible refund.  He also told him that it could take a coupleof days to make contact with the [redacted] rep. [redacted] said that was fine and he would wait.  Todd placed calls to and left messages for ourrep over a couple of days but did not hear back before [redacted] came in on9-11-15.  We did test his sprayer whilewe were waiting to hear back from [redacted] and found no issues with the sprayer,was working normally.  When [redacted] came in on 9-11-15 he said he would just takethe new replacement under the [redacted] 30 day satisfaction guarantee.  Todd told him that if [redacted] had any issueswith the new sprayer that we would arrange for the local [redacted] Representativeto come to his job site and help him out.  [redacted] said that would be great andappreciated our help.  Under the [redacted] 30 day guarantee just the sprayer getsreplaced not the gun and hose or packaging.   At that time he said he understood and leftwith the new sprayer and his original gun and hose.   Shortly after he left [redacted] called and complainedabout not getting the new gun and hose so Todd made an exception and gave [redacted]the new gun and hose.   When [redacted] cameback to exchange the gun and hose he also made a comment about not getting thenew box.  We have to send the originalsprayer back to [redacted] so we needed the box that the replacement came in to dothat.  [redacted] complained so Todd gave himthe box.  When [redacted] left he said he wasjust going to sell the new sprayer on Craigslist.  Why a professional painter would sell a brandnew sprayer doesn’t make a lot of sense to us.All the exceptions we’ve made to [redacted] comes out of ourpocket, not [redacted].[redacted] warranty covers the repair of the sprayer for 3years against manufacturer defects. [redacted] also has a 30 day satisfaction guarantee which allows the customerto either upgrade the sprayer to a larger one or exchange for the exact samesprayer, the latter being what [redacted] chose. Our return policy is within 14 days of original purchasedate, which was August 13th 2015. We cannot sell [redacted]’s sprayer as new because the serialnumber is tied to him and the warranty. The [redacted] warranty is not transferable.We feel we have gone above and beyond [redacted] standardprotocol to make [redacted] happy.

Complaint: [redacted]I am rejecting this response because: On the original receipt it never said that there is a 14 day return policy. I dont understand why portland compressor cant take back and refund the money. Our company isnt trying to pull a fast one or a scam. We missed 3 days on a job because Todd was trying to contact the regional manager. Why would it take 3 days to get a response. We took the exchanged sprayer because we didnt trust portland compressor would even give us an exchange after 30 days because the way they handled the entire transaction. Its funny they try to offend my company on the complaint process by suggesting were not a professional painting company. We have been in business for almost 22 years, That is exactly how this process has been since we purchased the sprayer. Portland compressors staff is rude and they dont want to help the customers. Im thankful that there are avenues my company can take online to let any future patrons be aware of this company. Im glad there is a Revdex.com so people can see the complaints this company gets. Well we lost and I guess portland compressor wins because we are stuck with a sprayer that frankly we cant even sell on craigslist for $990.00. Thanks portland compressor. BTW I will be posting to as many social media or internet reviews as I can to leave the most negative experience we had with portland compressor. Sincerely,[redacted]